Value creation and destruction involving multiple public service organizations: a focus on frontline employees
Journal article, 2023

Using six focus groups with frontline employees within the Swedish sick-leave service, this article explores the co-creation/destruction of value. The article both adheres to and questions the public service logic by utilizing an empirical case in which frontline staff represents not one, but multiple, public service organizations. Moreover, as value creation/destruction is not restricted to one beneficiary, and several beneficiaries can be tied to one single service, the research builds upon this notion and distinguishes between four levels of value creation/destruction.

public service organizations

value destruction

Public service logic

value creation

service ecosystem

frontline employee

Author

Daniel Gyllenhammar

Chalmers, Technology Management and Economics, Service Management and Logistics

Erik Eriksson

University of Borås

Chalmers, Technology Management and Economics, Service Management and Logistics

Märit Löfgren

University of Gothenburg

Region Västra Götaland

Public Management Review

1471-9037 (ISSN) 14719045 (eISSN)

Vol. In Press

Subject Categories

Business Administration

DOI

10.1080/14719037.2023.2206398

More information

Latest update

6/1/2023 8